We inform you that we have had an incident with our signature file that might have affected our Panda Cloud Office Protection and Retail 2015 customers. This issue causes some files to be moved to the quarantine.

The signature file has already been replaced, so this situation should not recur. Nonetheless, we advise our customers not to restart your computer. At Panda Security we are working to restore the situation at the endpoint as soon as possible.

We apologize for any inconvenience this may have caused you. We will keep you informed at all times.

*** SOLUTION  – Thursday, 3:36 (CET)

The signature file was repaired immediately. Additionally, a solution for all affected products has been automatically deployed. However, in certain environments it is possible for the incident to persist. To verify if this is the case of your computer, please follow the steps below:

Scenario 1: The computer boots up normally

Please, follow the steps below:

    1. Run cmd (command line) as administrator.
    2. From the cmd window, type in the following and press Enter after each command.sc stop psinprot
      sc stop psinaflt
      sc stop nanoservicemain
    3. Run the ps-recovery.exe file as administrator. To do so, right-click the file and select Run as administrator.

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  1. Restart the computer and check the issue is solved.

Scenario 2: The computer cannot login in Windows

Please follow the steps below:

    1. Start your computer in Safe Mode.
    2. Run cmd (command line) as administrator.
    3. From the cmd window, type in the following and press Enter after each command.sc stop psinprot
      sc stop psinaflt
      sc stop nanoservicemain
    4. Run the ps-recovery.exe file as administrator. To do so, right-click the file and select Run as administrator.

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  1. Restart the computer and check the issue is solved.

 

*** UPDATE – Wednesday, 21:20 (CET)

The solution which restores the quarantined files has been automatically deployed in all the affected products. We are working on a tool to be installed on those computers which require a manual installation of the solution. We will update the information as soon as it is ready.

You have all the updated info in the following link:

http://pandasecurity.lin3sdev.com/uk/homeusers/support/card?id=100045

If you still having problems after applying these tolos, our colleagues from Tech Support will help you out: http://support.pandasecurity.com/forum